Computer science 

Cyprus

DGM TECH SOLUTIONS LIMITED

Customer Service / Support

FinTech

IT Support, Systems and Networks

First Level Support (FLS) Team MemberLocation: Nicosia, Cyprus Company: DGM Tech Solutions Ltd Type: Full-Time, Shift-Based (including nights &amp; weekends)About the RoleWe are looking for a dedicated First Level Support (FLS) Team Member to join our Support Department. You will be the first point of contact for our clients, partners, and internal users, providing timely and effective technical and functional assistance. Your role is key in ensuring smooth operations, accurate issue resolution, and seamless collaboration with our Core Team for more complex cases.Key Responsibilities<ul><li>Monitor and respond to support requests across tickets, live chat, email, and internal channels during assigned shifts.</li><li>Log, categorize, and update support cases in our internal tracking platform (ClickUp).</li><li>Perform initial diagnostics using system logs, alerts, dashboards, and knowledge bases.</li><li>Resolve standard issues within defined Standard Operating Procedures (SOPs).</li><li>Escalate complex or urgent cases following established escalation protocols.</li><li>Maintain clear, accurate records of all actions taken.</li><li>Provide detailed shift handovers to ensure continuity of service.</li><li>Adhere to information security protocols and report suspicious activity.</li><li>Support a 24/7 shift rotation, including night, weekend, and public holiday coverage when required.</li><li>Participate in ongoing training to stay up-to-date with platform developments.</li></ul>What We’re Looking For<ul><li>Strong problem-solving skills and attention to detail.</li><li>Clear and professional communication skills in English (written and spoken).</li><li>Good technical literacy and ability to follow structured processes.</li><li>Prior experience in a technical support or operations role is an advantage.</li><li>Willingness to work rotating shifts, including nights and weekends.</li></ul>Performance Expectations<ul><li>Respond and resolve support requests within agreed SLAs.</li><li>Demonstrate reliability in shift attendance and punctuality.</li><li>Maintain professional and empathetic communication at all times.</li><li>Contribute to our internal knowledge base and process improvements.</li></ul>Why Join Us<ul><li>Competitive monthly salary.</li><li>21 working days of annual leave.</li><li>Provident Fund contribution after 1 year of service.</li><li>Subsidized Urban Gym membership.</li><li>Discretionary performance bonuses every 6 months.</li><li>Training support for relevant professional development.</li><li>A collaborative, supportive, and security-focused work environment.</li></ul>

First Level Support - Trading Platforms

First Level Support - Trading Platforms

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